Best Practice in Complaint Handling for Healthcare Professionals
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Complaints handling course for client-facing healthcare staff
Tips and strategies to handle complaints professionally and efficiently in the Health sector.
€295
Online / In Person
1/2 day
About this course
Are you a healthcare professional looking to improve your complaints handling skills?
Are complaints being handled professionally and appropriately in your organisation? Is poor complaint handling leading to long, drawn out investigations where there was potential to diffuse the complaint at the offset?
This 1/2 day course is designed to equip you with the knowledge and techniques needed to handle complaints effectively and maintain positive patient relationships.
Course Syllabus
This intensive and highly practical half training day assists attendees in understanding what is required to manage complaints properly.
It will consider the root causes of complaints, how to identify a potential complaint, defusing complaints, the importance of open culture and reflecting and learning from complaints through theory, exercises and group discussion.
Key Learning Points
- Understanding your complaints policy,
- The root causes of complaints,
- How to identify potential complaints,
- The stages of a complaint,
- Handling people’s emotional responses to complaints,
- The importance of listening and managing expectations at the initial stage,
- How to defuse complaints,
- The importance of open culture, and reflecting and learning,
- How serious complaints are investigated.
Your Trainer – Our Expert Trainers
La Touche Training Expert Trainers
We work with a wide panel of specialist trainers, all chosen based on their experience and knowledge, experience both in practice and as trained trainers. The majority of our trainers are experienced...
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